Customer Service Manager (inbound)

Ref: DJKG1201
Job Title: Customer Service Manager (inbound)
Location: London
Salary £37k to £40k plus bonus

An exciting new position has become available for Customer Services Manager. You will have 2 direct reports, who in turn will manage a team of 15 to 20 inbound customer service agents.

The Role
This role will focus on B2C customers and the main remit is to grow and develop this bilingual and trilingual department. You will be a visual contact with internal and external stakeholders and lead and develop the Team Managers.

• Full responsibility of the client reporting, P&L management and leadership and management of Team Managers
• Cross functional collaboration with other departments and teams
• Regular meetings with internal and external stakeholders
• Working with the departments KPI’s and SLA’s
• Ensuring the development, training and coaching of Team Managers and the inbound team

The Candidate
I am looking for someone that has previous experience in managing a B2C inbound contact centre. Someone that is used managing a department that can be dealing with sensitive issues, queries or complaints, so empathy is essential. You must have a proven track record in performance and achieving targets with exceptional leadership and organisational skills.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organizations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Customer Service Manager (Client Service Manager)

Job Ref: DJMA1738
Job Title: Customer Service Manager (Client Service Manager)
Location: South East, (North London)
Salary: £35-45,000 base and car plus bonus bens

This is a stand-alone customer management position to oversee and take responsibility for the highly effective customer proposition, development and delivery between this business and one major B2B client customer.

You will work on-site, within the internal function/operations and externally across departments, acting as a conduit between the client and your organisation to ensure learning, development and delivery of a great customer service, which will impact both parties.

Excellent presentation and communication skills will be required as you work with a variety of stakeholders both internally and externally from Director and board level to Agent and field based personnel.

You will need to use your communication, interpersonal influence and negotiation skills to win the hearts and minds of your peers, colleagues and partner companies to develop and implement a strategy which delivers increased customer service and satisfaction, putting the voice of the customer at the heart of all operational delivery. Developing, co-ordinating and managing any internal, or external training, coaching and initiatives.

You will play a pivotal part in the business achieving its goal of offering a differentiated service to its customers and partner companies.

If you are interested in applying for this position, you will have a passion for the customer and have previously worked in a Customer Service function, ideally within a B2B environment, or working with external partner companies, you will need a strong skill set across relationship development, stakeholder management and driving effective customer change.

The role will require some travel to field and other operational locations.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Customer Service Manager

Ref: DJAD1024
Role: Customer Service Manager
Location: Haywards Heath
Salary: £50k – £70k

A well known company based in Sussex is looking for a Customer Service Manager to join their management team during an exciting time of transformation. The role will be responsible for the day to day delivery of the operational plan – ensuring that the customer is at the heart of the operation.

Duties of the role include:
• Leading not only your team but the culture, pace and tone of the environment.
• Mentoring and coaching future leaders to adopt the culture of achievement and motivation.
• Delegating opportunities appropriately to develop talent.
• Contribute to the high performance and continuous improvement in the contact centre environment.
• Work closely with senior management to agree standards and drive adherence to the agreed processes.
• Accountability for the development of around 200 FTE.

You will be a leader not only passionate about employee engagement and creating a best in class culture within the working environment but the customer will also be at the heart of all of your decisions. You will require excellent stakeholder management, experience of operational management and delivering best practise, have proven experience in driving continuous improvement strategy, finally experience with 100+ FTE.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organizations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.